In the last quarter of 2001, airlines cut flights, slashed food service, and grabbed multibillion-dollar handouts from the government. But Americans seem willing to give the airline industry the benefit of the doubt. They shouldn't.
Of course, 1999 and 2000 were particularly bad years, as unprecedented numbers of delays and cancellations pushed consumer complaints to record levels. The rate of complaints against major airlines more than doubled from 1998 to 1999, and inched even higher in 2000. Gripes had slipped by August 2001, but were still at 2.1 times the 1998 level.
A University of Michigan survey, meanwhile, found that fliers during the first 3 months of 2001 found their experience with airlines to be about as enjoyable as filing their taxes.
At press time for Fly Safe, Fly Smart, no reliable measure of consumer complaints post-September 11, 2001, existed because mail to the Department of Transportation was disrupted by the anthrax scares of late 2001. The missives that got through allow comparisons between airlines, but not comparisons to past months.
Of the complaints that the DOT actually received in November 2001, most concerned problems in obtaining refunds post-September 11, 2001--a departure from the usual complaints about delays, missed connections, baggage problems, and poor customer service. America West and United were the worst of the bunch, with reliable Southwest receiving the fewest complaints per 100,000 passengers.
Now that the airlines are flying on your tax dollars, you have more of a right than ever to speak up if something goes wrong. And financially shaky airlines have more incentive than ever to listen to their customers. So, what's the best way to get payback for an airline-related problem?
Complaining 101: How to Squeak & Get the Grease
The minute you feel you've been wronged or deprived of your hard-earned money's worth, calm yourself. Instead of blowing up, breathe in deeply, clear your head, and channel your ire into documenting the situation as exhaustively as possible. Note times, take down names of individuals involved, and request the names and numbers of fellow passengers who may have experienced the same difficulty. If you approach members of the airline staff for immediate assistance and they deny you, get their names. Politely make it clear that you plan to write a letter of complaint when you get home. Hoard more details than you could possibly use in your letter. This way, when you make your case or sit down to write your letter, the facts will speak more loudly, and far more productively, than your anger.
1. Know your rights. If an airline has violated its own contract of carriage, you have a much stronger case than if they've just done something impolite. Citing a rule number is especially impressive. Travel Web site OneTravel (www.onetravel.com) has an excellent explanation of each major carrier's contracts--click on "Know Your Rights" on the left side of their home page.
2. If your complaint regards something you can document with visuals and you have a camera, by all means snap some photographs on the spot.
3. Try to resolve your dispute before you leave the airport. The airlines usually keep someone on duty to resolve certain problems on the spot. These employees can usually write checks for small claims or pay denied boarding compensation. If your bags are delayed, you can probably get cash right away to buy some clothes. If you are stranded, you may be able to secure a hotel voucher and have the airline research hotels that offer distressed passenger discounts. You may receive compensation on the spot for damaged luggage as well.
First try to speak with the airline's shift supervisor or with an employee at the carrier's special services counter, which is usually located in the gate area. If you're still not satisfied, call the airline's central customer relations number and ask where to locate the individual with the highest authority employed by the carrier at your particular airport.
4. Don't exaggerate the wrongdoing. The folks in consumer affairs have read many letters like yours and in the process have developed keen "BS" detectors. You don't want to undermine your otherwise valid argument by going overboard. Make sure minor gripes don't obscure the chief grievance you're addressing. Sit on the letter for a day after you've written it and screen for strident sarcasm or unfettered venom. You want to win their sympathy, not inspire them to chuck your letter into the loony bin or the circular file. Let the facts ring out your call for justice.
5. Clearly state what you expect as recompense. Again, don't shoot for the stars. Make sure your expectations are reasonable, and your letter will be taken more seriously.
6. Before you write a letter, call the airline. Get the e-mail address for letters of complaint and see if you can register your complaint by phone. Double-check the name of the director of consumer affairs or customer relations.
7. Send an e-mail. Many airlines nowadays respond to e-mailed complaints much more quickly than to paper letters. If you don't have the right e-mail address, go to PlanetFeedback.com (www.planetfeedback.com) and click on "Travel" on the left side of their home page for an e-mail form that will be sent directly to the airline. Give the airline a few days to respond before moving on to a paper letter. Ignore form letter responses.
8. Use your clout. When writing a letter or sending an e-mail, mention your frequent-flier status (if any) or how much money you typically spend on that airline a year (if it's a significant amount). Write a brief, typed, professional letter. Since airlines hate to lose business travelers, you may want to register your grievance on your company's letterhead.
9. At the very least, be sure your letter covers the basics. Describe the problem and when, where, and how it occurred. Mention if you lost money as a result. What have you done about the problem so far? How would you like to see the issue resolved? In other words, what do you think you deserve as recompense and from whom?
10. Save receipts for any out-of-pocket expenses you incur as a result of the problem. Include copies with your letter.
11. Send a copy of your letter and supporting documents to the following agencies: Department of Transportation, Aviation Consumer Protection Division, 400 7th St. SW, Room 4107, Washington, DC 20590 (tel. 202/366-2220 or 202/755-7687); and the Aviation Consumer Action Project, P.O. Box 19029, 589 14th St. NW, Suite 1265, Washington, DC 20036 (tel. 202/638-4000; www.acap1971.org/acap.html). These agencies function as ombudsmen. While they can't represent you in court or force an airline to compensate you, they can provide leverage and additional information to help you make your case.
It's also a good idea to file your complaint with your local member of Congress (tel. 202/225-3121) and a few travel magazines. Be sure to tell the airline you're doing so. Many travel magazines print readers' letters, and the airlines hate bad publicity. Condé Nast Traveller, for instance, has a very effective ombudsman column. The ombudsman staff will investigate your claim and, if appropriate, try to use its clout to intervene on your behalf (Condé Nast Traveller, Ombudsman, 4 Times Square, New York, NY 10036; fax 212/286-2190).